I apologize to all my friends and readers who lived through the spamming that resulted from by Facebook account being hacked. I am hopeful that the problem is now resolved but keep those emails coming if you are getting anything stranger than normal from me.

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Well-known CRM analyst and thought leader, Denis has made contributions to our thinking about cloud computing, CRM, social media, analytics and mobility. He runs the Beagle Research Group, LLC and is the author of "Solve for the Customer", "You Can't Buy Customer Loyalty, But You Can Earn It", and recently, "The Age of Sustainability". He frequently contributes to this and other outlets. Check out BeagleResearch.com, and AgeSustainability.com